Privacy policy

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Healthy Louisiana Privacy Policy

Last Updated: February 19, 2019

Maximus Commitment to Privacy

Thank you for visiting Healthy Louisiana website (Site) and/or Application for mobile devices operated by Maximus Health Services, Inc. (“Maximus”) for the Louisiana Department of Health (“LDH”).   This Site, located at https://myplan.healthy.la.gov/, and Application are designed to make it easier and more efficient for you to interact with Healthy Louisiana and allow you to compare health plans, find a doctor, and enroll in a health plan.  This privacy notice governs your use of the Site/Application.  Please read this document carefully before you access and use the Site/Application. 

Confidentiality is a top priority at Maximus.  We are committed to ensuring the security and confidentiality of your information. Maximus respects your privacy and we have developed the following privacy notice to demonstrate our commitment to you. 

This privacy notice applies to:

  • Information we collect about you
  • How we use the information 
  • Choices you have about how we collect and use your information

This privacy notice does not apply to:

  • Privacy practices associated with any activities done outside your use of this Site/Application
  • Websites other than this website
  • Applications other than this application 
  • Products and services not available or enabled through the Site/Application 

Information We Collect

In order to use some of this Site’s/Application’s features, you may be asked to provide personal information. Maximus does not collect any personal information about you through this Site/Application unless you provide that information voluntarily.

You provide personal information voluntarily when you enroll using this Site/Application.  We clearly identify data you must provide so we can deliver the services or information you have requested. Maximus may ask that you provide or verify the following personal information; the list is not exhaustive:

  • First and last name
  • Date of birth
  • Last four digits of your Social Security Number 

During your visit to the Site/Application, you may complete a transaction such as an enrollment application.  The information, including personal information, volunteered by you in completing the transaction is used by Maximus to operate the Healthy Louisiana program, which includes the provision of goods, services, and information. 

Maximus maintains policies that protect the confidentiality of personal information obtained in the course of its regular business functions.  Maximus privacy policies impose a number of standards to guard the confidentiality, prohibit the unlawful disclosure, and limit access to personal information (such as Social Security Numbers and Medicaid ID numbers). Maximus safeguards personal information by having physical, technical, and administrative safeguards in place. 

How We Use and Share the Information Collected

The collection of information through this Site/Application and the disclosure of that information are subject to the provisions of the Health Insurance Portability and Accountability Act (HIPAA) (Public Law 104-191).  To learn more about Health Information Privacy, visit HHS.gov.

Choosing to provide personal information to Maximus, whether we request it or not, constitutes consent to the collection and sharing of the information with the DHHS for the reasons you shared the information with Maximus. 

Except as we state below or as otherwise authorized by law, Maximus will only collect or disclose personal information collected through this Site/Application if you have agreed to the collection or disclosure of that personal information. Maximus may collect or disclose personal information without your agreement if it is:

  • necessary to perform our statutory duties as authorized by law, or authorized by state or federal statute or regulation
  • to comply with valid legal process such as a search warrant, subpoena or court order

Maximus may also disclose personal information to federal or state law enforcement authorities to enforce its rights against unauthorized access or attempted unauthorized access to Maximus information technology assets.

Maximus may disclose personal information to its agents, affiliates, and subcontractors to allow them to perform certain functions relating to your enrollment. 

Maximus does not share your personal information with unaffiliated third parties. We may use your information to improve the content, navigation, and efficiency of the Site/Application. 

In order to make our Site/Application better for you, we may use and share with others aggregated or anonymous (not personally identifiable) information that we have collected based on usage data, surveys, or statistical information that we have compiled about our users.

Web Site Time Out 

For security purposes, your URL online session is set up to end after ten minutes of user inactivity. You will receive a session timeout warning after nine minutes of inactivity, allowing you to either continue your session or logout.  If you do not make a selection, your session will end after ten minutes of inactivity.

Information We Retain

Maximus retains the information collected through this Site/Application, including personal information that you submit by enrolling, as required by our contract with the LDH. To find out more about the rules for retaining your information, please mail your questions to the contact information provided below. 

Website Privacy Notice

Our web server automatically collects and logs web usage data from when you visit the Site.  This information is collected for purposes related to the services we provide on behalf of LDH. This information, including your Internet Protocol (IP) address, referring sites, pages viewed, browser type, operating system, CPU speed, referring or exit web pages, and length of visit, informs us about how visitors use and navigate the Site. Maximus will collect the information above from your visit to the Site only for these purposes and for purposes related to the services we provide on behalf of LDH.

Device and Carrier Information

Through your use of the mobile application, we may collect information about your device, such as the device model, name, operating system, or IP address.  This information will be retained by Maximus as long as needed and will only be used for the limited purposes stated within this notice. 

Location Data 

When you use the mobile application, we may collect and process information about your actual location (geolocation).  We use various technologies to determine location, including IP address, GPS, and other sensors that may provide Maximus with information on nearby devices, such as Wi-Fi access points and cell towers.  If you enable your geolocation, we are able to search for providers in order by distance. If your geolocation is not enabled, you will be able to search for providers by manually entering your address. The geolocation feature will only be used during the provider search process.  The application will not collect geolocation information when the application is not active or when you are using the application for purposes other than locating a provider. No location data is stored.  No location data will be shared with any Third Party. 

Cookies, “Do Not Track” Signals, and Webtrends Analytics 

Like most applications, we employ "cookies," "Web beacons," and similar devices to help you more efficiently use the application and to track your activities. A cookie is a small amount of data that is transferred to your browser by a Web server and can only be read by the server that gave it to you. It functions as your identification card and enables Maximus to record your activities and preferences. It cannot be executed as code or deliver viruses. A Web beacon is a small transparent gif image that is embedded in an HTML page or e-mail used to track when the page or e-mail has been viewed. Maximus uses cookies and similar devices to track your use of the application, types of Products and Services viewed and information downloaded, and count visitors We receive daily. Our Web servers automatically log the IP address of your computer. Maximus does not generally use this information to identify you personally. 

Our application uses Webtrends Analytics, a service which transmits traffic data to Webtrends Analytics servers in the United States.  Webtrends does not identify individual users or associate your IP address with any other data held by Webtrends Analytics. We use reports provided by Webtrends Analytics to help us understand application traffic and webpage usage.  You may view the Webtrends Analytics Privacy Statement located here.

Opt-Out of Cookies and Webtrends Analytics 

If you do not want your device to accept cookies, you can modify the cookie option in your device’s settings. However, some application features or services may not function properly or be accessible without cookies.  For additional information on Opting-Out of Webtrends Analytics tracking cookies, please see Webtrends Analytics Cookie Management Tool locate here.

“Do Not Track” 

"Do Not Track" is a preference you can set in your web browser to let the websites you visit know that you do not want them collecting information about you. The Site/Application does not currently respond to a "Do Not Track" or similar signals.


Maximus is strongly committed to protecting personal information collected through this Site/Application against unauthorized access, use or disclosure. Maximus limits employee access to personal information collected through this Site/Application to only those employees who need access to the information in the performance of their official duties. Employees who have access to this information follow appropriate procedures in connection with any disclosures of personal information.

Maximus uses various technological and procedural security measures in order to protect the personal information we collect through the Site/Application from loss, misuse, alteration or destruction. We have documented Information Security & Privacy policies to address data protection. We regularly provide information security and privacy awareness training to our employees.  However, you should be aware that, due to the open and unsecured character of the Internet, Maximus cannot be responsible for the security of transmissions of personal information over the Internet. We have prepared a formal incident response plan in case of a data breach.

To protect your communications through the Site, we authenticate, monitor, audit, and encrypt activity. You can tell when the site is secure by looking at the location (URL) field. If the URL begins with https:// (instead of http ://), the document comes from a secure server. This means your personally identifiable information cannot be read or deciphered by unauthorized individuals. This is part of our continuing commitment to protecting your information. Please note, that despite our efforts, no security measures are completely secure. Use of this system constitutes consent to such monitoring and auditing.


Maximus is committed to complying fully with the Children's Online Privacy Protection Act. Although parents are free to use this website and mobile application on behalf of their children, we don't direct this site to children or knowingly collect personal information from children. We're pleased to work with parents and guardians to delete from our records personal information that a child may have disclosed improperly on this website and/or mobile application. Maximus appreciates your cooperation with this federally mandated requirement.

Reviewing and Correcting Your Information 

We try to keep information about you accurate and current. To change or update any personal information maintained by our program, you may write Maximus at the address below. In your correspondence, please indicate with as much detail as possible. Personal information maintained by any of our contracts administered on behalf of federal, state or local government entities should be corrected by contacting the customer service department in the individual program.  Please refer to the section on “How to Contact Us”

Information Disclaimer 

Information provided on this Site/Application is intended to allow the public immediate access to public information.  While all attempts are made to provide accurate, current, and reliable information, Maximus recognized the possibility of human and/or mechanical error.  Therefore, Maximus, its employees, officers, and agents make no representations as to the accuracy, completeness, currency, or suitability of the information provided by this Site/Application and deny any expressed or implied warranty as to the same. 

Changes to this Privacy Notice 

We will occasionally update this privacy notice. When we do, we will revise the "last updated" date at the top of the privacy notice. Please check the Site/Application from time to time for the most current version of our privacy notice. Your continued use of the Site/Application after we have notified you of changes as described above constitutes your acceptance of the changes.

How to Contact Us 

If you have any questions or concerns about reviewing and correcting your Information, please contact us by:

Toll-free phone number: 1-855-229-6848 (TTY: 1-855-526-3346) 
Healthy Louisiana
Attn: Privacy Official
P.O. Box 77678
Baton Rouge, LA 70879-9908 

If you have any questions or concerns about our privacy notice, please contact us by:


Maximus Privacy Official Office
1891 Metro Center Drive
Reston, VA 20190 USA